Clinics & services

Appointment notifications from VicKey

When your Specialist Clinics appointment is booked, we will let you know by sending you a text message (SMS) from VicKey. This message includes a secure link where you can confirm, reschedule or cancel your appointment online.

Why we contact you

Appointments in Specialist Clinics are highly valued and in demand. We contact you to:

  • Give you plenty of notice so you can plan ahead and feel prepared.
  • Share important information about your appointment.
  • Understand your needs and make sure the appointment is still required.
  • Offer care to others sooner. If you no longer need your appointment, letting us know helps another patient get seen faster.

When we contact you

Once your appointment is booked, we’ll let you know. The timing can vary by clinic, but typically:

  • You may hear from us as early as 12 weeks before your appointment. 
  • Sometimes, contact happens just one week before your appointment.
  • Most patients are notified about 3 weeks beforehand.

How we contact you

  • If you have provided a mobile number, we will send you a text message (SMS) with a link.
  • This SMS will come from VicKey, who we partner with.
  • The unique and secure link will point to the VicKey website: vickey.org.au
  • If you are waiting for more than one appointment, you will receive a separate message for each appointment date.

Responding to an appointment notification

Step 1: Click the link in the SMS.

Step 2: Sign in to the VicKey website using your last name and date of birth.

Step 3: Select one of the following responses:

  • ‘Yes’ – if you still need your appointment.
  • 'Change' – if you still need your appointment but can’t make that date.
  • ‘No’ – if you no longer require this appointment. For example, if you have been treated elsewhere or if your condition has improved.

What happens after I respond?

If you respond ‘yes’

  • We’ll see you at your appointment.
  • Take note of the consultation mode. If you are booked for a telehealth (video) or phone appointment, remember there is no need to attend on site. 

If you respond ‘change’

  • You will be notified of a new appointment date when available.
  • Please be aware, due to limited availability, appointments can only be rescheduled on two occasions.

If you respond ‘no’

  • You will be removed from the waiting list.
  • We will send your GP a letter in the mail once completed.
  • If you need care in the future, a new referral from your GP will be required.

What happens if I don't respond?

If you do not respond to the initial SMS, we will send you a reminder.

Need help?

For help, please contact:

Specialist Clinics

Our call centre receives a high volume of calls. We apologise for any delay and thank you for your patience.

Phone: 03 9496 2444

You can also use our online form for waiting list enquiries: